Unlocking the Power of Chatbots: Benefits and Real Examples
Chatbots are revolutionizing customer interaction by offering omni-channel deployment, enhancing engagement, providing quick responses, and delivering proactive notifications. They enable businesses to gather instant feedback, increase mobile app efficiency, and reduce costs. Real examples like 1-800-Flowers, H&M, Sephora, and Toshiba France showcase the practical applications and benefits of chatbots in delivering personalized experiences and customer service.
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Intro. Reasons. 1. Bots are omni-channel, which means they can be deployed where your customers already are (Facebook Messenger, your website, your mobile app, email, SMS, etc). Now all of the sudden your brand can go anywhere and work for you 24/7. No more hit-or-miss targeting. 2. Texting is 10X more effective than email marketing or social media. Customers have chosen texting as their preferred way to communicate and so have bots. 3. Engaged customers spend more. According to a 2014 Rosetta Consulting study, engagement customers are 90 percent more likely to make frequent purchases, spend 300 percent more annually than disengaged customers, are seven times more likely to respond to promotional offers, and are six times more likely to try a new product. 4. You can deliver proactive notifications in real time about the things customers care about the most. According to WDS webinar, 50 percent of customers prioritized a notice about sales or discounts and 42 percent prioritized an upcoming event. 5. The modern customer demands quick responses, and social media isn t cutting it. According to a 2015 Northridge Group study, one-third of consumers who contact brands via social media never get a response. With bots, that never happens. Answer FAQs, bring in service representatives, and address problems instantly no matter what business hours are.
6. Get instant feedback by asking survey questions like How Was Your Experience? How Can We Improve? etc. 7. Get more out of your mobile development. According to Appboy.com, app installs costs brands an average of $1.78 on iOS and $2.51 on Android, and retention rates drop to less than 5 percent after three months. Gaining a new customer can cost up to 25x more than retaining one! Bots can be built with no coding required, which dramatically increases speed-to-market and reduces dev costs not to mention a virtual assistant drives customer loyalty and gives your app a brain and a voice. About Jasoren.
Real Examples 1-800-Flowers When Mark Zuckerberg revealed at F8 that the social giant was opening its Messenger app to bots, he called out 1-800-Flowers as one of his faves: It s pretty ironic: To order from 1-800-Flowers, you never have to call 1-800-Flowers again. Customers seem to be finding the bot handy: As of late June 2017, 70% of customers ordering through the chatbot are new 1-800-Flowers customers.
H&M This Kik chatbot will help you build outfits around any piece of clothing. Chat with it and it ll give you fashion advice and direct you to H&M s e-commerce site to help you buy anything you need to complete your ensemble.Sephora Sephora s Kik chatbot helps you out with makeup tips and directs you to products. Ask Rachel, Tesco Billed as their Head of Virtual Customer Service, Rachel is built into their site and answers questions about phone deals and service, but can also make small talk with users, chatting about her family and pets.
Yoko, Toshiba France Yoko is Toshiba France s first-line customer service chatbot. She s able to handle many of the issues that users have about their electronics ( my battery won t charge, I get no picture on my TV, etc.) and can escalate issues to a human rep when needed.
Online Support, Viewsonic Bots aren t just for ordering tacos. Viewsonic s Online Support utility is built into their site and helps users through setup and troubleshooting their wide range of products (TVs, projectors, tablets, digital media devices, etc). Just choose your product type and ask your question using natural language and it ll find relevant responses in their help system. College Stylist Bot/Target College Bot, Target Target s chatbot will help you (or your college-bound offspring) find the right clothes, storage solutions, and other gear to suit this new phase of their life as you chat with it through Kik messenger. VSPINK, Victoria s Secret Get help finding the perfect bra start chatting with this Kik chatbot and it ll ask you some questions about your current bra s fit and help you find the right size. You can even tell it about your day and it ll recommend a bra for you. Emma, Toys R Us Emma has been helping Toy R Us s UK customers since 2011 and can answer questions about deliveries, Gold Cards, and searching for items. OUR EXAMPLES (3-4)
We are just starting to see the beginning of using AI for commerce, but it is already proving to be valuable for retailers and consumers alike. Going forward it will be interesting to see the types of innovative bots that retailers start using and which aspects of commerce benefit most from AI. For instance, in the future bots may become more proactive rather than reactive, letting you know that the grocery store is having a promotion for the dish soap that s on your shopping list or telling you that fastest route to the store based on traffic and road conditions.
